KELLY BREWSTER
Portimão,Portugal
Summary
Results-driven professional with 18 years in client services, customer support, fintech, sales, hospitality, and online community management. Expert in leading customer-facing teams, resolving complex client issues, and enhancing customer experience in dynamic digital settings. Coordinates onboarding and training while collaborating with multiple departments to optimise processes and strengthen fraud prevention. Utilises feedback and service data to inform decisions and improve customer journeys.
Overview
2
2
Languages
26
26
years of professional experience
Work History
Head of Client Services
VFX Financial
London
01.2016 - 08.2025
- Led and supported team of customer service agents, upholding high service standards and ensuring timely, effective customer support.
- Managed customer enquiries across email, live chat and telephone, using platforms including Zendesk and Intercom.
- Led team training, onboarding and ongoing development, working with HR to support performance and KPI management.
- Took ownership of complex financial service, transaction and account-related issues, using structured troubleshooting and problem-solving to reach appropriate resolutions.
- Worked directly with Mastercard, Paysafe and other external providers to investigate and resolve transaction and card-related issues.
- Monitored customer feedback and Trustpilot reviews, identifying recurring issues to drive enhancements in customer experience.
- Worked closely with Compliance teams on customer onboarding and fraud-prevention processes.
- Facilitated communication between customers, frontline support teams and internal departments, ensuring clear issue resolution and efficient progression.
- Collaborated with Marketing to ensure customer communications were clear, accurate and aligned with operational and promotional activity.
- Worked alongside Project Managers and Development teams to plan, test and introduce new platform features.
- Supported QA and technical teams with beta testing of mobile application features and functionality.
- Reported technical issues and software bugs through Jira, providing clear information to Development teams to support investigation and resolution.
- FinTech Company
- Remote
Community Manager – Online Operations
Wink Bingo
01.2006 - 01.2016
- Created and implemented customer engagement strategies to boost user retention and increase satisfaction.
- Oversaw online interactions to ensure compliance with industry standards and maintain community integrity.
- Led training and development of chat moderators to enhance customer service quality and uphold community standards.
- Provided day-to-day community support and responded to a wide range of customer queries.
- Supported team members with challenging customer situations and helped maintain a positive online environment.
- Developed strong communication skills through continuous interaction with a diverse customer base.
- Online
Sales Executive – Real Estate & Hospitality
Pestana Group & Other Roles
01.2000 - 01.2006
- Consistently worked towards and exceeded sales targets.
- Generated and followed up leads, resulting in increased client engagement and conversion opportunities.
- Delivered tailored property and hospitality solutions, enhancing client satisfaction and loyalty.
- Negotiated with clients to understand their requirements and provide appropriate solutions.
- Developed long-term client relationships, securing repeat and referral business that contributed to sustained revenue growth.
- Worked with customers from a wide range of backgrounds, adapting communication style to individual needs.
Education
Secondary Education Completed -
Galashiels Academy
ScotlandPart-Completed - Psychology Studies
Long Road Sixth Form College
CambridgeSkills
- Customer Service Leadership
- FinTech & Financial Services
- Technical Troubleshooting
- KPI & Performance Management
- Fraud Prevention & Customer Onboarding
- Zendesk & Intercom
- Customer Feedback & Trustpilot Management
- Sales & Negotiation
- Client Relationship Management
- Complex Problem Solving
- Team Leadership & Development
- Compliance & Regulatory Processes
- Card & Transaction Management
- Jira & Cross-Functional Collaboration
- Quality Assurance & App Testing
- International communication
- Remote teamwork
- Customer-focused approach
- Client relationship management
- Complaint resolution
- Team management
- Risk evaluation
- Customer service excellence
- Service enhancement
- Technical liaison
- Stakeholder communication
- Decision-making
- Creative thinking
- Time management
- Communication excellence
- Active listening
- Effective communication
- Technical troubleshooting
- Relationship-building
- Product expertise
- Customer complaint management
- Customer engagement
- Technical liaison
- KPI tracking
- Computer literacy
- Risk Management
- Communication proficiency
- Motivational leadership
- Service quality standards
- Project coordination
- Task prioritisation
- Critical-thinking
- Strategic planning
- Financial reporting
- Cultural awareness
- Delegating tasks
- Data analytics
- Client onboarding
- Persuasive communication
- Metrics monitoring
- Project leadership
- Decision-Making aptitude
- Query resolution
- Risk evaluation
- Process improvement
- Conflict management
KEY PROFESSIONAL STRENGTHS
- Customer Experience & Service Excellence Highly experienced in understanding customer needs, handling challenging situations and delivering professional, solutions-focused support while maintaining a positive customer experience.
- Leadership & Team Development Experienced in managing, training and supporting customer-facing teams, including onboarding, performance management, KPI monitoring and ongoing development.
- Problem Solving & Troubleshooting Strong analytical and practical approach to investigating customer, transaction and technical issues, identifying the underlying problem and coordinating with the appropriate teams to resolve them.
- Communication & Stakeholder Management Confident communicating with customers, colleagues, senior stakeholders, external providers and technical teams, adapting communication style to suit different audiences.
- Adaptability & Resilience Comfortable working within fast-paced environments where priorities can change quickly. Able to remain calm under pressure while maintaining attention to detail and service standards.
- Commercial Awareness Strong background in sales and client relationship management, with experience generating leads, negotiating solutions and developing long-term customer relationships.
PROFESSIONAL VALUE
Combines extensive customer-facing experience with team leadership, fintech knowledge, commercial awareness and strong problem-solving ability. Particularly effective in roles requiring ownership, clear communication, cross-functional collaboration and a consistent focus on customer experience.
Languages
English
Proficient
C2
Portuguese
Elementary
A2
Timeline
Head of Client Services
VFX Financial
01.2016 - 08.2025
Community Manager – Online Operations
Wink Bingo
01.2006 - 01.2016
Sales Executive – Real Estate & Hospitality
Pestana Group & Other Roles
01.2000 - 01.2006
Secondary Education Completed -
Galashiels Academy
Part-Completed - Psychology Studies
Long Road Sixth Form College